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Utilities Operations Manager

College Park


Listing Summary

Utilities Operations Manager

Salary 

$64,500.00 - $100,130.00 Annually

Location 

College Park, GA

Job Type

Full-Time

Department

Customer Service

Job Number

00127

  • DESCRIPTION
  • BENEFITS

Summary

A successful candidate will play an active role in the City of College Park’s existing operational success. The purpose of this position is to direct, manage, and access the operations and professional staff assigned to the Utilities Department.

 

Essential Functions

Independent judgment is required to identify, select and apply the most appropriate of available guidelines and procedures as well as interpret precedents. This position is responsible for developing, implementing, overseeing, and reviewing plans/programs associated with the City's Utility Billing System, Meter Reading/Field Services, and Customer Service Department. Additionally, this position will provide technical advice, provide policy evaluation, and perform any necessary audits to meet department performance levels and operational objectives.

  • Contribute operations information and recommendations to strategic plans and reviews; identify and implement strategies to improve quality of service, productivity, and profitability; prepare and complete action plans; complete audits; identify trends.
  • Develop, implement, enforce, and evaluate policies and procedures; analyze and improve organizational process and workflow.
  • Review and assess Customer Service contracts; manage relationships with key operation vendors.
  • Review and assess Utility Billing policies, processes, and procedures.
  • Oversee the achievement and maintenance of agreed customer service levels and standards.
  • Forecast requirements; prepare an annual budget; schedules expenditures; analyze variances; initiate corrective actions.
  • Recruit, select, train, assign/schedule, coach, counsel, and discipline employees.
  • Plan, prioritize and delegate work tasks to ensure the proper functioning of the department.
  • Ensure the necessary resources and tools are available for quality customer service delivery.
  • Track customer complaint resolution.
  • Handle complex and escalated customer service issues.
  • Monitor accuracy of reporting and database information.
  • Analyze relevant data to determine customer service outputs.
  • Liaise with upper management to support and implement growth strategies.
  • Coordinate and manage customer service projects and initiatives.
  • Coordinate and manage utility billing projects and initiatives.
  • Accomplish operations and organization mission by completing related results as needed.
  • Evaluate and performance manage staff.
  • Perform other related duties as assigned.
  • The omission of specific duties does not preclude the supervisor from assigning duties that logically relate to the position.

 

Required Knowledge, Skills and Abilities

  • In-depth knowledge of customer service principles and practices.
  • In-depth knowledge of customer service software, databases, and CRM tools.
  • Current with relevant technology trends and applications.
  • Experience in the use of social media platforms.
  • Knowledge of City codes, ordinances, policies, and procedures.
  • Knowledge of financial accounting and bookkeeping, and general management principles.
  • Knowledge of billing programs, processes, and procedures.
  • Knowledge of computerized systems for maintaining financial records.
  • Knowledge of operating the computer and various programs understand and carry out oral and written instructions.
  • Skills in dealing with the public, performing basic mathematical calculations, and managing subordinate employees.
  • Must be able to perform accurate mathematical calculations; comprehend and retain factual information and apply what is learned.
  • Must be able to communicate effectively in both verbal and written form.
  • Effective analytical and decision-making skills.
  • Excellent communication (oral and written), organizational, and time management skills. 
  • Effective interpersonal skills and ability to work with diverse constituents.  
  • Attention to detail and adaptability to a changing environment is extremely important as well as dependability.  
  • Demonstrate a high level of professionalism, initiative, resourcefulness, and personal accountability. 
  • Note: In compliance with the American Disabilities Act (ADA), those functions of the job which are identified as essential are required to be performed with or without reasonable accommodations. Requests to facilitate the performance of essential functions will be given careful consideration.

 

Qualifications

  • Associate’s degree required. Bachelor’s degree preferred.
  • Minimum of Ten (10) years of progressively responsible experience in Utility Billing (Electric, Water & Sewer, Stormwater & Sanitation) and Customer Service.
  • Strong organizational and communication skills.
  • Experience in communicating with diverse communities, and in establishing and maintaining cooperative working relationships.
  • Proficiency in MS Office Suite, as well as knowledge and understanding of the organizational structure, workflow, and operating procedures.
  • Extensive hours and weekends will be required at times.
  • Pre-Employment screening is required: criminal background check and drug testing.

 

Agency

College Park, City of (GA)

Address

3667 Main Street

College Park, Georgia, 30337

Phone

404.669.3768

Website

http://www.collegeparkga.com

Listing ends on:

5/31/2022